The player from Italy deposited money to Emirbet, won 5000 euros, and faced multiple verification requests during the withdrawal process. Despite submitting various documents, their withdrawal was rejected. We had requested the player to comply with the casino's demand for notarized documents, but the player did not respond. Consequently, the complaint was closed.
EmirBet Casino - Player’s winnings have been delayed.
Amount: €5,000
EmirBet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Good morning, I need your help. I signed up for the online casino Emirbet two weeks ago, made a few deposits, and was lucky enough to win 5000 euros. When I tried to withdraw, it asked for an ID document first. I submitted my paper ID (not electronic), photos of both sides of my bank card that I use for deposits (as it also serves as a Visa), and they verified my account. This verification allowed me to click the withdrawal button. I made the withdrawal request on 30/06/2024. After a few days, the KYC department (kyc@emirbet.com) contacted me asking for these documents: a bank statement for the IBAN, card transactions (since it's a Visa debit card without my name on it), photos of both sides of the debit/Visa card, ID documents, and a utility bill in my name (I sent my auto insurance contract). I submitted everything, including a photo of myself with my ID card (front and back) to ensure that I am the person making the withdrawal. However, after seven days of emails back and forth, today I found the 5000 euros back in my account with the withdrawal rejected. They sent an email saying that they want my ID to be viewed and stamped by a notary or another authorized entity. In Italy, paper ID cards have the issue date, the name of the signing official, and the municipality stamp.
I have played on other non-ADM platforms and never encountered such nonsense. Emirbet is refusing to pay me what I am owed and it’s not fair! If you need all the emails with various attached documents, give me your email address and I will forward everything so you can see for yourself that I’m telling the truth. Please help me; I am extremely frustrated. I am also trying to attach screenshots but haven't been able to.
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3 months ago
Dear valystella17,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly
- Feel free to try uploading screenshots here again or send them to my email at tomas@casino.guru along with your interaction with the casino.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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3 months ago
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Hi Tomas, I'll sign your email and I'll immediately forward all the emails that have passed between me and the casino. I'll send you everything via email. Thank you very much
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3 months ago
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However Tomas I completely agree with you on the identification process, I know how they work because I have already played in other non-ADM online platforms. It's the first time something like this has happened to me though. Paper identity cards have the signature and stamp of the municipality to which they belong. After someone sends you a car insurance policy and a full bank account statement (I had to violate my privacy by sending 23 pages of bank statements), have I sent them everything and more only to then see it rejected? I find it a joke
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3 months ago
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Hi guys, I sent everything to Tomas via email so he can verify what I told him. In the meantime I tried again to redo the withdrawal to my Emirbet account. I'll keep you updated 
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3 months ago
Thanks for your messages.
From the description of events, it appears the casino is asking for you to visit a notary and have a photocopied paper copy of your ID notarized. Have you complied with this request before requesting a new withdrawal from the casino?
Please let me know.
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3 months ago
Translation
Good morning Tomas. I absolutely didn't go to a notary, why should I go to a notary? My identity card is stamped by the Municipality that issued it, by directive of the Mayor so we are talking about a public official of the State, do you know that in other casinos people have to go to notaries? I've played on other foreign platforms and they've always accepted my documents, it's the first time something like this has happened. In the verification phase before being able to withdraw I always entered the same identity document and my credit card, and they were accepted. So why is my document accepted in the identity verification and then in the KYC steps it is no longer OK? Do you understand that this is not normal?
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3 months ago
I apologize for not replying sooner, however,
please be advised online casinos might have such demands for the process of account verification and our recommendation would be to comply with the requirements set up by the casino. Please let me know when you submit the document in the form the casino requested and about any obstacles on the way.
